At Fortune’s AIQ Summit, executives said AI is shifting from pilots to business re-design, with value depending on workflow changes, talent and governance rather than tool access alone.
01Summary
- 01ServiceNow’s Diana David said 57% of “pacesetters” invest in ongoing AI upskilling, versus 4% of other organisations.
- 02David also said 68% of pacesetters focus on attracting, hiring and retaining AI talent, compared with 10% of other companies.
- 03Paul Fipps said Standard Chartered has used AI to deflect 77% of employee requests, calling 75% to 80% deflection “life-changing”.
- 04At Palo Alto Networks, a custom AI agent has cut IT tickets by 83% and now supports workflows across HR, finance and legal.
- 05Hari Gopalkrishnan of Bank of America said firms should not rush to AI when deterministic models or simpler digital tools may work better.
02Why it matters
The discussion points to how companies will need to spend on training, process redesign and governance if they want AI to deliver real productivity gains. It also shows that some early adopters are already reshaping internal operations, which could influence how competitors invest.
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